complaint agaist manager service call (customer inquiry, complaint, etc.) comes in, and the agent fields it by performing a search. A technical bulletin, written by a product manager and stored on a network drive, comes up in the query results because the knowledge base searches both structured and unstructured knowledge. This very issue has been documented, and a resolution has been built to ensure that an answer can be provided. A wizard pops up and prompts the technical support agent to walk the customer through a setup
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complaint agaist manager favorites in advance. Another complaint is the search feature that seems to wipe out the users' work environment while in use rather than appearing in a frame or separate dialog window. To be fair to PeopleSoft, such shortcomings have been reported in other vendor demonstrations and will likely persist for the next few releases until the vendors can manage to rectify them. User Recommendations Ease of use is an important consideration for all users regardless of their level of expertise and should play
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complaint agaist manager (e.g., a customer’s product complaint or improvement suggestion that needs to be investigated by several employees) would only unnecessarily encumber the ERP or customer relationship management (CRM) database. Maybe mapping only some critical data between the case management process and ERP database (e.g., for inventory or invoice adjusting purposes), and doing application programming interface (API) exchanges only periodically in a batch fashion might make more sense there. This brings us to
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